What does the billing issue message mean?

In general, if a customer has a billing issue, he or she will not be allowed to check in. The exception is when your organisation has selected to continue billing even though the customer has outstanding payments. Nevertheless, in all situations, the check-in status message will indicate that the customer has a billing issue and you should go to the customer's page to obtain more details.

On the customer's page, the billing issue message is displayed at the top of the page below the customer's name. Quick action links are provided for you to take the necessary action. See below for a description of the billing issues and the suggested steps to take.

Billing issue

Issue description

Quick action link

Suggested steps

Debit failed because the customer has insufficient funds.

The customer did not have enough funds in their account to pay for the amount stated in the debit on the day it was processed.

Pay

and

Write Off All Outstanding Payments

If your organisation opted for rebill, then the rebill has already been automatically scheduled. Let the rebill go through as scheduled. You may want to remind the customer to ensure sufficient funds in the account.

Alternatively, you can resolve the billing issue by collecting payment at the till (immediate solution) or collecting payment for the pending rebill or failed debit with the next debit, if any.

You can choose to write off the outstanding amount.

Debit failed because the customer exceeded their daily withdrawal limit.

The customer exceeded the withdrawal limit for the day the debit was processed.

Debit failed because the customer has invalid payment details.

The customer’s payment account details are incorrect or incomplete.

Pay

and

Write Off All Outstanding Payments

and

Resolve Payment Details Issue

Verify the payment details with the customer. Then update the details on iconnect360.

You can also resolve the billing issue by collecting payment at the till (immediate solution).

You can choose to write off the outstanding amount.

Debit failed because the customer's credit card has expired.

The credit card provided by the customer has expired.

Pay

and

Write Off All Outstanding Payments

and

Resolve Payment Details Issue

Ask your customer for new credit card details or if they wish to change their payment method, for the bank account details. Then update the customer’s payment details on iconnect360.

You can also resolve the billing issue by collecting payment at the till (immediate solution) or with the next debit, if any.

You can choose to write off the outstanding amount.

Debit failed because the customer closed their account.

The customer closed their payment account.

Pay

and

Write Off All Outstanding Payments

and

Resolve Payment Details Issue

Ask your customer for new payment details. Then update the customer's payment details on iconnect360.

You can also resolve the billing issue by collecting payment at the till (immediate solution) or with the next debit, if any.

You can choose to write off the outstanding amount.

Debit failed because the customer withdrew authority to debit their account.

The customer withdrew the authority for Ezypay to debit their bank account.

Pay

and

Write Off All Outstanding Payments

Clarify the payment issue with the customer. If required, change the customer’s payment details on iconnect360.

You can also resolve the billing issue by collecting payment at the till (immediate solution).

You can choose to write off the outstanding amount.

Debit failed because the customer instructed the bank to reverse the debit.

The customer instructed the bank to reverse the debit payment from Ezypay.

Debit failed for a reason which wasn't specified by their bank, please ask the customer to contact their bank for further information.

The bank did not provide Ezypay the reason for the debit failure.

Pay

and

Write Off All Outstanding Payments

Inform your customer to contact the bank.

In the meantime, you can resolve the billing issue by collecting payment at the till (immediate solution) or with the next debit, if any.

You can choose to write off the outstanding amount.

Debit failed because of a bank system error, please ask the customer to contact their bank for further information.

The failure was due to an unknown system error caused by the customer's bank the day the debit was processed.

Debit failed because of an iconnect360 system error, please contact us for further information.

The failure was due to a system error caused by Ezypay the day the debit was processed.